Advice Transformation Peterborough (ATP) Project & Development Manager

Job Description & Person Specification

Context of role:

The role is managed by the Chief Executive and includes staff management responsibility for paid workers and volunteer recruitment and development.

The primary focus of the role is to ensure delivery of the Advice Transformation Peterborough project funded by Big Lottery; the job holder will also ensure that work undertaken by the project is integrated with ‘Business as Usual’ within PCAB.

The post holder will also lead and develop the bureau general advice and assessment unit and deputise for the Chief Executive during his absence from the bureau.

We need a dynamic individual to take over the leadership ofAdvice Transformation Peterborough, manage our general advice service and design income generating training products for future sustainability.

Role purpose:

To ensure delivery of all aspects of the Advice Transformation Peterborough Project within PCAB its partners and external agencies. The jobholder will oversee all aspects of the general advice unit and the ATP project ensuring all targets and outcomes within the bid are met or exceeded and be expected to report to the Big Lottery Fund as part of project monitoring.

The jobholder will focus on:

  • Recruiting volunteer advisors and assessors to meet the demands for advice in Peterborough.
  • Providing effective leadership to the bureau general advice unit.
  • Supporting the Trainer in the development and delivery of the training and quality strands of the project.
  • Support the Communications Officer to developand implement the delivery of an effective communications strategy to include partners and smaller advice providers within the city.
  • Support the email and Telephone Supervisor in developing an effective system to provide clients with effective email, webchat and telephone advice services.
  • Lead on the pilot to introduce a language translation service as part of triage assessment.
  • Arrange meetings of the project board and keep appropriate records.
  • Complete all reports and documentation required by the funder and the Citizens Advice membership scheme.

The Jobholder will line manage the Lead Trainer, Communications Officer and email and telephone supervisor, together with the PCAS Manager and Lead Supervisor.

The Jobholder will also lead the general advice unit and work in partnership with other staff in PCAB and partner agencies to improve the quality of advice and assessments and in doing so help external agencies achieve quality standards.

The Jobholder will also work closely with the CEO in opening up new areas of business development and exploring funding opportunities.

Key work areas and tasks:

Key activities

  • Strengthening the partnership between local voluntary advice organisations and commercial enterprises.
  • Develop and improve the quality of advice available to people living in Peterborough.
  • Work alongside smaller organisations and stakeholders to bring the quality of advice provided to the level of the best.
  • In close working relationship with the CEO work to identify national and local funding opportunities to continue work beyond the project.
  • In partnership with CEO, PR Trustee and Communications Officer develop and implement an effective and proactive marketing strategy.
  • Work alongside the Trainer to review staff and volunteers aptitude to current roles, identify shortfalls and provide training and support to develop workers within PCAB and partner agencies.
  • Building partnerships with commercial enterprises with a view to opening new avenues of unrestricted funds.
  • Actively manage and support all project team members in the delivery of project aims and objectives.
  • Promotion of social policy, equality and discrimination through the training unit to embed these into the PCAB and partners advice provision.
  • Ensure the proactive quality provision of training for advisers working with the smaller organisations so that they can undertake diagnostic interviews & attain quality standards.
  • Strategic Planning and implementation
  • Development of project plans and project reporting mechanism for agreement by project board.
  • Completion of all project reporting documentation required by funder.
  • Advise the CEO on staffing and service delivery issues offering proactive solutions for discussion at CEO/Board level.
  • Ensure the successful implementation of IT (including web based) and other resource strategies within Citizens Advice guidelines.
  • Work proactively with other areas of PCAB and with partners to ensure streamline and cross working effectiveness.
  • Support the strategic development of the bureau to ensure its management and services to clients reflect and support the Citizens Advice service equality and diversity strategy.

Service delivery

  • Supervise and support designated staff to ensure that standards meet Bureau and Quality Mark requirements.
  • Ensure that appropriate quality systems are in place to monitor the quality of advice given to clients, and act upon audit outcomes to improve where necessary.
  • Maintain and develop standards of service delivery.
  • Research, identify and respond to advice needs, in particular the needs of identified disadvantaged groups and different geographical and demographical areas.
  • Ensure that appropriate systems are developed and maintained for case recording, statistics, follow up work and quality control.
  • Assist and advise the CEO on compliance with the Citizens Advice Membership Scheme or other quality marks.
  • Contribute to decisions on allocation of resourcesStaff management.
  • Directly line manage the Lead Trainer, Communications Officer and email and Telephone Supervisor together with the PCAS Manager and Lead Supervisor.
  • Lead recruitment process for project staff and the recruitment and training of volunteers and their ongoing CPD.
  • Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff cando their best.
  • Ensure the effective performance management and development of staff through regular supervision sessions, the appraisal processand learning and development.
  • Plan and allocate work, monitor achievement of deadlines and support staff as appropriate.
  • Ensure that the service area is adequately staffed and resourcedIn accordance with Citizens Advice and service procedures assist the CEO in implementing employment policies and procedures.
  • Encourage good teamwork and lines of communication between all members of project and general advice staff.
  • Participate in the recruitment and selection process by promoting volunteering opportunities and contributing to briefing sessions and interviewing potential recruits.
  • Ensure that new recruits are successfully inducted and receive the appropriate training and mentoring.

Administration

  • Oversee and monitor effective and efficient administrative systems.
  • Monitor an effective health and safety policy with regard to staff, equipment and premises within statutory requirements.
  • Maintain complaints procedures in accordance with Citizens Advice guidelines.

Training and development

  • Identify and implement own training and development needs.
  • Maintain the service area's learning and development planIdentify the training needs of staff through support and supervision and lead on and produce the bureau's training and development plan.
  • Organise training activities in conjunction, as appropriate, with the CEO and Trainer.

Meetings

  • Attend meetings of the project board.
  • Attend regular meetings of the PCAB management team.
  • Attend meetings of the bureau trustee board as required.
  • Attend other meetings as appropriate.

Public relations

  • Actively promote volunteering and staffing opportunities.
  • Help with preparation of the annual report.
  • Promote the work of the Citizens Advice service both locally and nationally.
  • Represent the project and trustee board, as appropriate, at Citizens Advice and other statutory, voluntary and commercial organisations, professional bodies and institutions.
  • Maintain contacts with local and regional media.

Social policy

  • Oversee the development of social policy and instigate systems and procedures.

Other duties and responsibilities

  • Promote the aims, policies, and membership requirements of the CAB service.
  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

Essential

1)The ability to commit to, and work within, the aims, principles and policies of the CAB service.

2)Provengood relationship management skills and ability to manage people including the ability to recruit, develop and motivate staff and volunteers.

3)Ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld andstaff are empowered and motivated to do their best.

4)Educated to degree level preferably with a management qualification.

5)Proven ability and past experience in report writing and outcome monitoring with excellent attention to detail.

6)Ability to analyse and interpret complex information and analyse statistics to produce and present clear reports verbally and in writing

7)Strong IT and analytical skills are essential.
Desirable:

8)Ability to monitor and maintain casework systems and procedures.

9)Proven ability of monitoring and maintaining service delivery against agreed targets.

10)Ability to work with a variety of organisations and to earn and maintain the trust of those people with whom the bureau deals.

11)Ability to lead and contribute to a team, including the ability to prioritise own work and the work of others, and take decisions in the day to day running of a busy service area.

12)Ability to manage a budget and contribute to decisions on the allocation of resources.

13)Project management skills and evidence of practice.

14)Commitment to continuing professional development.

15)Some knowledge of Citizens Advice work would be helpful but is not essential

Organisation Chart

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This job description does not contain an exhaustive list of all job functions and tasks may change from time as requested by your manager.